MII Training Program Support Specialist

Join GDIT as a Medicaid Integrity Institute (MII) Training Support Specialist for a career where your growth is just as important as the mission you support. The work you’ll do at GDIT will be impactful to the mission of the Centers for Medicare and Medicaid Services (CMS) Healthcare Fraud Prevention Partnership (HFPP). You will play a crucial role in supporting state Medicaid agencies' program integrity efforts as a member of the MII team.

About the role

• Support training attendees by managing multiple inquiries simultaneously, prioritize time-sensitive requests, and follow issues through to resolution.
• Collaborate with MII team members to provide responsive help desk support before, during, and after training events, with primary responsibility for MII Portal access and attendee email inquiries.
• Drive attendee satisfaction by providing front-line support to training participants and serve as the primary point of contact for inquiries submitted through the MII training help desk.
• Utilize strong customer service and written communication skills to provide professional, patient, and solutions-oriented support.

Requirements

• Bachelor’s degree in a related discipline or an equivalent combination of education and experience.
• Minimum of 5 years of experience in customer support, training support, help desk operations, or related roles.
• Demonstrated experience supporting web-based portals, learning management systems (LMS), training platforms, or event management systems, with the ability to troubleshoot user access issues in real time.
• Ability to track, analyze, and interpret help desk inquiry trends to identify process improvement opportunities.
• Proficiency using Jira (or similar ticketing systems) to manage, track, and resolve help desk requests and incidents.
• Strong customer service orientation, with the ability to manage multiple inquiries simultaneously and navigate time-sensitive requests with accuracy and professionalism.
• Ability to work fully remote while maintaining regular working hours aligned with Pacific Time (PT) to ensure timely support for MII training activities.

Skills

• Excellent written communication skills, with the ability to craft patient, clear, and solutions-focused responses to training participants.
• Proven ability to collaborate effectively within a remote team environment and provide responsive, high-quality support before, during, and after training events.

Benefits

• Comprehensive benefits and wellness packages, including medical, dental, and vision plan options.
• 401(k) plan with company match and the ability to contribute both pre- and post-tax dollars up to IRS annual limits.
• Full-flex work week to balance work and personal priorities.
• Paid time off, including 15 days of vacation, sick, and personal time per calendar year (prorated based on hire date), plus 10 paid holidays.
• GDIT Paid Family Leave program providing up to 160 hours of paid leave in a rolling 12-month period for eligible employees.
• Additional offerings such as short- and long-term disability benefits, life insurance, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance.
• AI-powered career tool for identifying career steps and learning opportunities.
• Internal mobility team focused on helping you achieve your career goals.

Pay

The likely salary range for this position is $76,500 - $103,500. Salary will be set based on experience, geographic location, and possibly contractual requirements.

Schedule

• Scheduled weekly hours: 40
• Travel required: Less than 10%
• Telecommuting options: Fully remote
• Work location: Any location / remote
• Working hours aligned with Pacific Time (PT)